1. Accessibility and Social InclusionBlack Country and DATES • Dr Steve Cassidy Consultant to BCKS/Sheffield • Dr Andy Dearden Sheffield Hallam University / British HCI Group

2. BC Learning Net Joint Centre Of E-Learning Support e-Learning Solutions For BC Business • Service access card • Location independent across the BC • Access to learning, banking, leisure • & citizenship privileges BC Smart Card E-Citizens Benchmarking Framework

3. Black Country Scheme and Activities L.A. Non L.A. • DUDLEY • Library • Dudley Learning C’s • Leisure • Hawkins Haulage • Halesowen College • SANDWELL • In discussion W-SPES • The pUBLIC ULN • University • W’ton College • TLC (Learning) NSCP • WOLVERHAMPTON • school – cashless • catering (LEA) DATES • Credit Union • The Bethel • (Learning) WALSALL

4. Learning Smart cards Personal Finance Memory sticks Technologies Applications Democracy Biometrics ???? ???? Developing Authentication Tokens for E-Services (DATES) Initial authentication and use of e- services often problem for certain disadvantaged groups Potential Users Disad learners Low income Disabled Elderly NEFL Reduce the digital divide Evaluation of technologies User-led design Learning Report Guidance Pack

5. Partners • Black Country Knowledge Society • Sheffield City Council • Unicard – CMS services/web • Sharp – smart cards and related tech • Routeco – learning packages • Sparta – Secure web transaction service • Sheffield Hallam University – usability • Newcastle University - biometrics • Wallsave Credit Union/Sheffield Credit Union • TLC College Wolverhampton

6. Partners

7. Users driving design Andy Dearden Sheffield Hallam University / British HCI Group

8. Communication & Computing Research at Sheffield Hallam • Technical communication • Communication in society • Large scale information systems • E-commerce, database systems • Analysis methods, impact studies • Interaction design and usability • Mobile devices, decision aids, accessible design • Design methods, design tools • Engaging users in designing • Software Engineering • Agents and web technologies

9. What do we do? • Help people explore • Current needs • Future technologies • Engage people in designing • Hands on • Directing the technology & the technologists • Mutual learning • Evaluating usability & user experience • At the design stage • At the prototype stage • At the final roll out

10. Smartcards in the public sector – a challenge • Very diverse user groups • Elderly • Disaffected young people • Ethnic minorities • People with disabilities • Cinderella technology • Limited attention from the research community • Highly accountable • Mistakes will be punished!!

11. DATES project - Methods • Focus group interviews • Talking about lives • What they do and what they use • Initial responses to smartcard concepts • Design workshop • Scenarios and story telling • A resource allocation game • Collaborative workshop • Personas • Conceptual designs

12. The focus groups • Elderly • Agewell lunch club network, Sheffield • Ethnic minority members • Bangladeshi women’s group (mixed ages) • Disadvantaged learners • New Deal participants • People with disabilities • OneVoice Action on Disability

13. YOUNG ELDERLY Disparate Information/media sources No credit Data secure / private Personalise!! Passpics Quality of encryption Games!! Ascribing rights NI cards Trusted third parties to pay PIN problems Fingerprint /not iris Established activity centres Forms Reward! cards ID +ve Pic +ve Social isolation Pay Point Confusion re: UK system Fear of debt Trusted Financial advice Saving over spending LOW INCOME/CU NEFL/ IMMIG

14. The design workshops • 2 hour session • Pastiche Scenarios • Exploring possibilities through stories • Based on future concepts • Examination of prototypes • Picture PINs • Resource allocation game • How would our users like to spend their money

15. Pastiche Scenarios • Present the technique • Believable stories of ‘real people’ doing real things • Blanche Hunt visits Deirdre Rashid in hospital and arranges to pick up her pension for her • Users develop their own scenarios • Decks of cards for • Possible characters (Scrooge, Victor Meldrew, Bart Simpson) • Activities (applying for housing benefit, renewing a bus pass, visiting the doctor, starting a course) • Googlies – (lost card, new baby, job interview later today) • Discussions tape-recorded

16. What happens? • Users add their ideas to the scenario • Scrooge limits the amount of cash on his card • Storing lottery numbers on the card • Providing the holder with an audit trail • Discussion raises potential issues • Parking meters may need to change • Nick Cotton would quickly figure out Dot’s Picture PIN • Who updates personal details? • Mixing different types of private data • Financial • Medical • Different levels of security for different applications

17. Resource Allocation Game • A range of services • Represented on cards • Small payments, buses, car parking, credit union deposits, library, leisure centre, course attendance, store loyalty … • Users given £100 • Monopoly money • Spend it on the services you value

18. Findings • Many groups want choice • Select the services we need • Select the authentication methods • Different combinations on different cards • Associations between cards • Lending the bus fare to get a child home • Home readers • Card in combination with the kitchen calendar

19. Why the methods matter • Play sparks imagination • Prototyping picture PINs • Brought out richer discussions • Scenario writing • Brings up issues & problems that were not apparent in focus group discussions • Handling example cards • Enabled the young people to tell us our example cards were boring – they want to customise and design their own cards!

20. SOME APPLICATIONS SOME GUIDANCE • Credit Union Workshop • Paying in and saving important • Some small payment shopping • Elderly Workshop • Council form filling • Transport • Young Workshop • Games (memory, rewards, access) • Disabled Workshop • Emergency information • Identify concession Back-up system Thumbprint as access tool Provide a range of procedures

21. Next Phases • Collaborative Design Workshop • User panel – Pop Idol • Learning Access/Personal Account Control/Biometrics • Demonstrators • Prototype • Wish List • On-Going Panel

22. Further Information Stuart Hill Black Country Smart Card Manager/DATES hillstuart@walsall.gov.uk Tel: 01922 748361 Mobile: 07834 121115 BCKS Conference 1 & 2 March 2005 Walsall Football Club Workshops and demonstrations www.bcks.org.uk